Implementation Project Manager

Position Summary:

The Implementation Project Manager (IPM) serves as the overall project manager for new client implementations and to oversee specific projects for existing clients. The IPM is responsible for developing and fostering long-term client relationships by providing high-quality project management to ensure we get off to a good start with new clients. The IPM is also responsible for managing the scope of services for each client, consulting towards best practices, and acting as the project manager coordinating the activities of other Retirement staff with implementation responsibilities.

Essential Duties and Responsibilities:

• Handle Overall project management responsibility for new clients
• Handle fund changes, including working with plan advisors on participant communications
• Oversee the participant enrollment package process
• Establish and update the project plan for all new implementations and other projects
• Participate in the client kickoff meeting, reviewing the project plan and assisting the CSM in setting client expectations
• Conduct weekly implementation conference call with the Client Service Manager (CSM) and Client to ensure the implementation is on track according to the project plan.
• Assign Implementation work tickets to staff responsible for specific Implementation tasks
• Work with the CSM to guide clients towards operational best practices, improve profitability, mitigate risk and improve productivity
• Escalate issues to management as necessary to ensure key dates from the project plan are met and that the plan is live on our systems on time
Coordinate with other Retirement teams to ensure timely delivery of all documents and communications materials required before and after the live date of the implementation
• Utilize project plan, task checklists, and work ticket templates to ensure all items on the project plan are complete by the implementation live date
Send post-implementation survey to clients
• Oversee deconversion projects for clients leaving TRI-AD; work with the successor recordkeeper to maintain TRI-AD’s reputation in the industry
• Work with Retirement Operations to facilitate investment changes by creating work tickets to assign work to the proper teams; assist the advisor with drafting participant notices, mapping investments, updating forms, updating educational materials, and other necessary communications
• Manage the Enrollment Package outsourcing relationship with vendor
• Coordinate activities between Compliance and Operations to ensure operational elements are taken into consideration and systems and materials are updated to support any operational changes
• Provide ongoing communication to clients on project status, deliverables, timing, issue resolution, expectations, etc.
• Work with the CSM to manage client expectations and provide responsive and proactive communication to gain the client’s confidence
• Coordinate with internal staff on the creation of service agreements
• Work with internal teams to support the implementation of new services for existing
• Work with the CSM to guide clients towards operational best practices to improve profitability, mitigate risk, and improve productivity
• Manage the creation and communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
• Document and coordinate with Retirement Operations any client plan changes that impact operational processes
• Work with Retirement Operations and assigned IT staff to ensure completion of tasks assigned to client contacts, such as payroll setup, feedback files setup, and that all documents required to set up and operate the plan are completed on time
• Participate in the new client sales process by assisting with RFP responses occasional team presentations
• Ensure all personal work is completed on time with a high level of accuracy
• Adhere to standardized work processes, tools, and methodologies to improve quality and profitability
• Track, update, and ensure resolution of all issues on the implementation project plan
• Maintain an awareness of the volume and type of quality issues (e.g., work tickets) arising in order to more effectively and proactively consult with clients and internal resources to meet implementation deadlines
• Demonstrate the ability to perform this role at a high level for large and/or complex clients with multiple concurrent implementations

Minimum Qualifications, Education and Experience:

• Bachelor’s degree preferred
3 years of Retirement administration or employee benefits industry experience
• Knowledge of Retirement concepts, recordkeeping systems, investment mechanics, and plan and custodial documents
• Applicable professional certifications will be considered a plus

Key Knowledge, Skills, Abilities and Competencies:

• Strong interpersonal communication and relationship building skills
• Ability to plan and lead client meetings in a professional, consultative, and effective manner
• Proficiency with MS office technology (Word, Excel, PowerPoint)
• Experience with Retirement and payroll systems, and project management tools
• Clear, concise, and accurate oral and written communication skills
• Ability to multi-task and work on several projects simultaneously while working under pressure to meet deadlines
• Logical thinker with strong problem-solving abilities
• Excellent planning and organizational skills
• Capable of working well with diverse groups and individuals and willingness to assist where needed
• Physical demands include:
  • General office work with some travel (up to 10%) to client sites (via ground and air transportation
  • Ability to travel to client sites with occasional overnight stays
  • While performing the duties of this job, associate is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and to reach with hands and arms. Associate is frequently required to stand, talk and hear